• The Journal of the Korea Contents Association
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• v.13 no.12
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• pp.470-483
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• 2013

The purpose of this study is to examine the relationship among the emotional labor, service commitment and customer orientation in hotel service context. Moreover, this study was designed to test the moderating effect of supervisor's emotional intelligence to provide fundamental and practical data for hotel industry. In this study, 4 hypotheses based on literature reviews were employed. A questionnaire was also developed based on previous studies. A convenience sample of 318 hotel employees was surveyed and a total of 297 usable questionnaires were analyzed. Then the data and hypotheses were examined using multiple regression analysis using SPSS 18.0. The results are as follows. Firstly, emotional labor was divided into 'emotional dissonance', 'emotional frequency', 'emotional diversity' and 'emotional intensity' according to the literature review. Analysis showed that emotional labor has partial effects on service commitment accordingly. Secondly, service commitment has positive effect on customer orientation. Thirdly, emotional labor has partial effects on customer orientation. Lastly, supervisor's emotional intelligence has partial moderating effects between emotional labor and customer orientation. Continuous and systematic training should be conducted to administer 'emotional labor'.

• Proceedings of the Korean Institute of Navigation and Port Research Conference
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• 2012.06a
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• pp.252-253
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• 2012

This paper reviews achievements of logistics warehousing industry in terms of sustainable management. The introduction part of the study discusses the theoretical definitions of sustainable management and sustainable development; later part is a case study on sustainable management of in the industry. Also, this paper includes an empirical study on the influence of sustainable management activities on the customer satisfaction and corporate trust through questionnaire survey.

• Journal of Korea Port Economic Association
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• v.27 no.3
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• pp.91-112
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• 2011

The rapid growth of e-commerce market and changes in distribution channels and consumption patterns have brought about the continuous growth of the domestic parcel service market. To cope with the growth and environmental changes of the parcel service market, parcel companies have made efforts to improve logistics process and construct an information system for customer satisfaction. Since they have focused on a high quality parcel service through a variety of information technology rather than price competition, the importance of logistics information technology has been greatly perceived. Accordingly, this study examined that how information technology and information system quality of parcel companies was perceived by customers and how it influenced parcel service use and satisfaction. To achieve this purpose, this study developed a valid and reliable measurement instrument for logistics information system quality and customer satisfaction based on literature reviews. Then empirical research was made through a questionnaire survey. As a result, six determinants of logistics information system quality were derived: economy, SMS information, tracking web-site information, stability, speed, and accuracy. All factors but economy were found to have positive effects on customer satisfaction in parcel service. Finally, the theoretical and practical implications of the findings were also discussed.

• The Journal of Industrial Distribution & Business
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• v.10 no.7
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• pp.83-89
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• 2019

Purpose - It is a very important issue for the Korean tourism industry to increase tourism revenue by attracting foreign tourists. Although Japanese tourists have been an important part of the Korean tourism industry for a long time, the level of tourist satisfaction including accommodation has been at the worst compared to other foreign visitors, which strongly requires concrete solutions. Therefore, this study focuses on improving the satisfaction level of Japanese visitors in the use of accommodation, and find out the influence of the managerial response. Research design, data, and methodology - In this study, customer review and managerial response of hotels in Seoul were collected from "Rakuten Travel" which is the most representative online travel agency in Japan. As a result of collecting data from 2016 to 2018, 6,190 customer reviews and 1,241 managerial responses from 120 hotels were used for analysis. In addition, information on the properties of 120 hotels, such as the number of rooms, classification, types of hotel facilities, types of room facilities, accessibility and prices, were collected. To test the hypotheses, moderated multiple regression analysis was conducted with SPSS 22.0. Results - It was found that only 25 sites, 20.8% of the total 120 sites, were implementing managerial response and average response rate was 66.42% among them. As a result of examining the main effects of the hotel attributes on the ratings, accessibility and price are confirmed as effective variables. We also found that the response rate has a significant moderate effect in both the accessibility and price. In other words, there was a significant difference in the influence of accessibility and price on the ratings depending on the response rate. Also, it was confirmed that the response rate is not a pure moderator variable but a quasi moderator variable. Overall, the evidences partially supported the hypothesis. Conclusion - It was possible to provide important suggestions to the hotel managers who were concerned about managing tourist satisfaction with accessibility problems. It was found that the accessibility problem could be overcome by increasing the response rate. It was also confirmed that high ratings can be more effectively achieved for high priced hotels by increasing the response rate.

• Journal of the Korean Society of Food Culture
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• v.28 no.6
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• pp.631-639
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• 2013

The purpose of this study was to analyze the post-purchase behavior of customers who experienced cognitive dissonance after exposure to a franchise foodservice advertisement. The study adopted cognitive dissonance theory to explain the dissonance resulting from the combination of advertisements and actual product that consumers received. In detail, the research hypothesized that cognitive dissonance will affect consumers' post-purchase behavior as well as their efforts to reduce dissonance. Exactly 274 questionnaires were used in the analysis. The results showed that more than 80% of respondents were influenced by advertisements when purchasing menus, and 50% were unsatisfied when the provided menu "was not the same as the advertisement shown". It was found that advertisement type did not significantly affect either group that experienced dissonance. In terms of satisfaction, however, the former group showed greater dissatisfaction when dissonance occurred (p<.001). Finally, there was a significant difference between the two groups regarding post-purchase behavior (p<.05). Customers with dissonance were likely to 'express dissatisfaction directly to the store', 'leave negative reviews', and 'participate in negative word-of-mouth'. Thus, the results revealed that cognitive dissonance could significantly influence customer satisfaction and consequently lead to negative post-purchasing behaviors.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.22 no.6
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• pp.484-491
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• 2021

This study was undertaken to identify success factors of traditional market delivery apps and lead digital transformation of traditional markets. The success factors of traditional market delivery apps are represented by four variables: system characteristics of the app, delivery, products, and responsibility towards customer responses. These factors were analyzed to examine their impact on the operations performance. Data was collected by surveying 148 traditional market business owners. Results of the empirical analysis revealed that the app system characteristics, delivery characteristics, and product sales promotion, impart a significant effect on the operations performance. Conversely, the customer response characteristics showed no significant effects. This could be because some apps lack the function to check customer reviews and respond appropriately. Currently, where traditional market delivery apps are in the early stages of implementation and are gradually expanding, data obtained from this study helps to identify characteristics of traditional market delivery apps, and offers suggestions to create development indicators of the traditional market delivery apps by analyzing their effects on operational performance, thereby contributing to the revival of traditional markets through digital transformation.

• Journal of Korea Society of Industrial Information Systems
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• v.27 no.1
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• pp.49-62
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• 2022

Online customer review data can be easily collected on the Internet and also they describe sentimental evaluation of a product in different aspects. Previous sentiment analysis studies evaluate the degree of sentiment with review data, which may have multiple sentences describing different product aspects. Since different aspects of a product can be described in a sentence, the proposed method suggested analyzing a sentence to build a pair of a product aspect terms and sentimental terms. Bidirectional LSTM and CRF algorithms were used in this paper. A pair of aspect terms and sentimental terms are evaluated by pre-defined evaluation rules. The paper suggested using the result of evaulation as inputs of QFD, so that the quantified customer voices effect on the requirements of a new product. Online reviews for a hair dryer were used as an example showing that the proposed approach can derive reasonable sentiment analysis results.

• Journal of Korean Society for Quality Management
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• v.38 no.1
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• pp.101-107
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• 2010

In 2008, a review was made to analyze the effect of the certification of ISO 9001 quality management system in the almost same methods used for a similar review in 2001. Based on the two reviews, this research is to compare and contrast the changes made in between. The results show that the overall satisfaction for the certification has increased over 7 years, along with other beneficial changes, such as decreased cost and increased productivity. However, there has been no significant change in the establishment of the quality management system and in the level of customer satisfaction. ISO 9001 quality management system construction appears which effects variously on the all enterprises management, therefore this is very important strategy for preparing the keen enterprises competition.

• Journal of the Korea Institute of Military Science and Technology
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• v.4 no.1
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• pp.104-123
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• 2001

Synthetic Aperture Radar(SAR) can provide radar imagery in all weather, day and night situations. Recently SAR system consisted of several imaging modes, has been used for not only military purpose, but also commercial and scientific applications. This paper firstly reviews spaceborne SAR theory, specially scansar principle, and secondly the theories and the design procedures of system performance analysis in the scansar mode, which are different from the ones in the conventional stripmap mode. Based on the SAR-related knowledge, it lastly derives the results of performance analysis in wide swath mode using the scansar technique at the design phase. It shows that these results can meet the system requirements as given the customer. In future, they will continuously be updated using the real measurement data, in connection with the development of a spaceborne SAR system.

• IE interfaces
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• v.17 no.1
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• pp.56-70
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• 2004

Expanding product variety and high customer service provision place an enormous burden on demand forecasting and the matching of supply with demand in a supply chain. Postponement of product differentiation has been found to be powerful means to improve supply chain performance in the presence of increasing product variety. Delaying the point of product differentiation implies that the process would not commit the work-in-process into a particular finished product until a later point. This paper reviews the recent analytical models that quantify the value of delayed product differentiation. We conclude the literature review by summarizing and synthesizing the economic evaluation of the postponement and outline directions for future research.